Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Body Damage (not disclosed by eCarone/Sonic). Damage to back right wheel panel. Car was impacted/scuffed - white paint on the black paneling & scratches. *Under the Hood ************** Discrepancies (not disclosed by eCarone/Sonic). Info obtained from service appointment at local *****. *Aftermarket panel pins (See pic - Panel pin - after ************* compare, pictures *************************** & videos). Missing rivets in top panel that covers battery area (See video - 6108677_vid1). *Broken frunk frame/bracket (See video - 6108677_vid2). Complete break/severe on front right side. Partial break/tear on left front side. Tear in top exposed gasket on frunk compartment (See picture - frunk gasket tear). *Battery installed incorrectly (backwards) (See video - ***************************** Negative cable routed incorrectly interfering w/correct tightness of battery hold strap. (See video - 6108677_vid1 in zipped folder). Battery platform/bracket loose/not secure (See video - 6108677_vid1), battery can be easily jostled around. **Note: Informed repairs not covered under warranty due to the obvious lack of maintenance protocol (referred to as outside influence). This would mean repairs would be chargeable svcs. ************************** Required (See picture - Propulsion error). Received error/alert within first week of driving car. *Admin/main *** Key *** (not disclosed by eCarone/Sonic). When car arrived was told that eCarOne could not locate 2nd ***. The *** that was delivered is the care key & does not have the same rights to the car/software. Without admin key car cannot be paired to devices, which means remote features are inaccessible (remote lock/start/monitoring charge, etc). Cannot perform admin setting updates to car w/o this key. Significant decrease in user ability for otherwise available software and vehicle features. Per local ************* team it would cost ~$570 to order part, cut key to the car, & complete programming.

  Business Response

  Date: 12/23/2024

  ******* ****** purchased this vehicle through an auto broker in **********. Unfortunately, the broker did not conduct proper due diligence, such as arranging a pre-purchase inspection, which we strongly recommend for all sight-unseen purchases. Regarding this matter, its unclear what ******* is seeking, as a full refund for the purchase was already issued in November.

  Customer Answer

  Date: 12/28/2024

  I am rejecting this response because: The dealer verbally communicated that they had previously done a pre-purchase inspection upon purchasing the car and intentionally misled broker about the status of the vehicle, noting it was a "great car." It was communicated to me that it was not abnormal to skip an inspection due to the age of the car, the mileage (which remains debatable based on varied numbers across documents and platforms) and the communication about an inspection upon the dealer's purchase. While the broker should have pushed further it does not negate the fact that eCarOne intentionally misled and misrepresented this vehicle. It should have never been shipped and therefore transportation costs could have been avoided - which have not been reimbursed. $2,575 was paid to ship the car back and forth and should not have been incurred at all had eCarOne been honest and transacted the sale with integrity. I personally spoke to ******* Rhima who noted that they would not have bought the car in the condition it was sold to me, so something happened to that car in their care that was never reported and never disclosed. Selling a car, noting it is great and under manufacturer warranty when there has been clear outside influence/services performed, in their care, that ******* warranty coverage supports the claim that this car was misrepresented. I have provided pictures and videos to eCarOne as well as Sonic to support the unacceptable nature of this vehicle - which was not at all the car that was presented for sale. It is an unfair burden to place on the consumer when relying on business to be honest and forthcoming. That was not the case in this situation and it does appear that this was intentional misleading to offload a car that had been damaged or in an accident that had not been reported. I am seeking a refund of $2,575 for transportation costs.  

  Customer Answer

  Date: 12/28/2024

  Shipping cost support

  Business Response

  Date: 12/28/2024

  At eCarOne, we value transparency and customer satisfaction, and we take any claims of misrepresentation very seriously.
  We want to address the key points in your statement:
  Condition and Representation of the Vehicle:
  It is not our practice to mislead or misrepresent any vehicle for sale. If a vehicle does not meet retail standards, we would sell it through wholesale channels rather than offering it to our clients.
  Regarding the condition of the vehicle, we did send it to a ***** dealership to address a warranty concern. The dealership identified a minor issue with a disconnected sensor due to minor front grille damage, which they reconnected at no cost. This issue, along with other warranty items, was addressed promptly.
  Inspection and Communication:
  While we understand your reliance on verbal communication, we also strongly encourage buyers to conduct their own pre-purchase inspections when purchasing site unseen to ensure complete confidence in their purchase.
  Our team acted in good faith when describing the vehicle as a "great car," based on its condition and history as disclosed to us at the time.
  Transportation Costs:
  We regret that the situation resulted in transportation costs being incurred. However, our policy does not cover such costs unless the issue is directly related to a significant and undisclosed defect at the time of sale.
  We understand this has been a frustrating experience, and we truly regret any inconvenience caused.
  

  Customer Answer

  Date: 12/31/2024

  I am rejecting this response because: Thank you for your continued attention to this matter. I appreciate that claims of misrepresentation are being taken seriously, as I did not use that term lightly.
  Based on our discussions, it seems clear that the records you have for the vehicle differ from what I encountered when I took possession.After bringing the car to a licensed ********************* I was informed that they could not perform repairs under warranty, due to the outside influence (sub-par repairs) that were observed. It might be worth sharing that the service manager was pulled into the appointment to observe as this team had never seen such repairs, especially from an alleged last stop at a ************* station. The damage under the hood was substantial and not simply due to a disconnected sensor, which raises the question: why was the sensor disconnected in the first place?
  I have provided pictures and videos to eCarOne and Sonic. To summarize, the vehicle had the following issues: missing FOB (the admin one required for basic car settings and remote/app features), a broken frunk frame (metal and plastic parts), aftermarket and missing panel pins, a battery that was installed backward, unattached battery hold, improperly routed battery cable preventing proper battery stabilization, and a loose battery cage/platformgenerating clanking sounds while driving. These were the issues identified before the ************* station advised me of the high out-of-pocket costs required to further diagnose and repair the car to bring it up to proper standards.
  It is unclear what "other warranty" items were addressed, as there are no supporting documents for these claims. I have spoken to the service locations noted on ****** and they confirmed they did not work on the battery or replace the factory panel pins with aftermarket ones, as seen on this vehicle. However, I have not received a response from ***** regarding my request for detailed service records. The broker that assisted with this purchase spoke to Crest initially and reported that they had shared that they had performed service as a favor for eCarOne. There was no mention of routine warranty work during that conversation.
  As previously noted, it was mentioned that the dealership would not have purchased this car in its current condition. This raises the question of why it was eligible for sale to a customer when it requires thousands of dollars of non-warranty eligible repairs. I remain convinced that the sale was not conducted in a transparent manner and continue to communicate that there were significant defects present that were not documented nor disclosed at the time of sale. In good faith, I am requesting a reimbursement for the transportation costs incurred to transport this vehicle, which totaled $2,575.
  

  Customer Answer

  Date: 03/17/2025

  Need assistance with next steps as company has not responded in months and has had sufficient time to confer with everyone their side and review files shared. I have videos that I cannot upload here.... which clearly demonstrate the vehicle was not in the state they are claiming. I fear they have already sold it to someone else....

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 27 December 2023, I purchased a 2022 ************** AMG CLA 35 and all was well. Took to dealership for first oil change in June **************************************************************** having it appraised. Curious, I agreed and within 10-minutes the salesman returned and asked me when the accident happened. We both walked out to the car and there was a clear difference in the color of the front and rear bumpers. He showed me paint markings inside the hood that is where pain raises when they remove tape the repair places remove. Needless to say he wouldnt quote me a value, but I immediately sent a text to the sales person ***, who called me back and did seem concerned. She told me the manager would contact ****** call never came. I took the car to a local reputable body and repair center and told them I was interested in buying the car and if they could tell me if in their opinion the car had been in an accident. Within a few minutes he showed me the variance in color of the front bumper to the hood and fenders. He also noted the texture was different. He then showed me the rear bumpers where similar to inside the hood, there is visible paint pull, as he called it when tape is removed and lifts the paint. He also showed me the difference in color and texture. Then we found a piece of masking tape under the rear bumper still stuck the car with gray overspray paint (same color as car). Beware of the ****** documents and their guarantees

  Business Response

  Date: 10/24/2024

  In response to the complaint, Mr. Cavazos informed his sales associate, ***, that another dealership claimed the vehicle he purchased had been in an accident due to previous paintwork found on the bumpers. Upon receiving this information, *** promptly contacted both our purchasing and reconditioning departments to verify whether there was any record of accident-related damage.
  
  After review, it was confirmed that the bumpers had been repainted during our reconditioning process due to cosmetic scratches, not as a result of any collision. There is no record of the vehicle having been in an accident. *** communicated this to Mr. Cavazos and offered him several potential resolutions. These included the option to return the vehicle for a correction of the paintwork, or alternatively, to trade in or sell the vehicle to us at full market value, without taking the bumper paintwork into consideration.
  
  Despite these efforts to address his concerns, Mr. Cavazos was dissatisfied with the options provided and declined any further resolution. He also left us a negative review on ****** today and we reached out and left him a voicemail to again see what type of resolution he is looking for.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/13/2023 at the end of the business day (paperwork completed after 6:00 PM) I purchased a used vehicle. Also purchased dealer-added warranties for several items including Permaplate ceramic coating and dent repair. Before leaving, I was told to schedule an appointment to have the coating applied. The next day I began the process of canceling most of the add-ons because I already had coverage via auto policy or could find alternatives elsewhere that were superior to the products offered. Therefore, I went with the better product from another shop which took several hours to apply.The dealer and warranty/service provider are refusing to cancel the warranty and refund the cost of the product despite none of it having been applied. If I purchased a vehicle at closing time, there was no way of the product would be applied after purchase since the facility was closed. If it was a preinstalled product, that was not stated to me on purchase, nor did I give permission to apply, therefore I would like to request a full refund. Today I again contacted the dealer and the finance representative said that the warranty is good for five years. I do not care about a warranty for an item I frankly did not receive, nor have any plans of using the service. In addition, I have a superior product installed.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I alerted *********************** (salesperson) and he alerted ************************* (director of sales) to the following 2 issues with my delivered vehicle immediately upon receipt, namely 9/26/2023. 1. The guard material is bubbling and peeling in places at the door edges. This was not the case in the pictures sent to me for purchase.2. There is a 1/2 inch cut in the interior dash leather that was not in the pictures sent to me prior to purchase. I expressed that my requirement to purchase this vehicle was that it cosmetically looked brand new without any noticeable flaws. I also asked for and received your confirmation that there were not any noticeable flaws on the interior. This is clearly evident and was also pointed out to me by the transport driver. I would not have purchased the vehicle with this flaw. I had been dealing mainly with ************************* since reporting the issues. To date, neither issue has been resolved and communications with me from the dealership have stopped as of at least 10/27/2023. This is concerning to me for several reasons, not the least of which is that ***** assured me this would be taken care of to place the dash in as-new condition and ***** gave me his word on the same, which I relied upon in not pursuing the 5 day exchange policy previously explained to me by ******. ***** also stated in writing this would be taken care of at the dealership's cost and assured me that his dealership's recon group is involved in such repairs all the time and, once repaired, it would look like new (i.e., not visible). I'm simply asking ***** to place the vehicle in the condition in which I agreed to purchase it. Fix the dash to as-new appearance and fix the **** I'm not sure why this would be an issue for a reputable dealership, especially when the buyer spends over $90k for an essentially new-used vehicle (< 1 yr. old) )with very low miles. I relied on ******* word and written commitment to fix these issues to what appears to be my detriment.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from this dealership at the end of September 2022. I had 2 warranty plans added. On November 19, 2022, I sold the vehicle back to E Car One with a clear title and was supposed to receive the monies I paid for the warranties in a refund check from them. To this day I have not received my money and keep getting the run around from several employees.

  Business Response

  Date: 02/22/2023

  We are aware of the situation, and the refund check was sent to a lender in error. We are going to cut another check to the customer to resolve the situation

  Customer Answer

  Date: 03/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's been over a week and E Car One still hasn't contacted me by phone or email regarding my refund.

  Business Response

  Date: 03/14/2023

  We have tried to call the customer to resolve the situation, we would like to speak to him to get it resolved. We just need proof that the vehicle he traded in was paid off. The lender is telling us there is still a balance. The customer came to the dealership with a certified copy of a title, so ***** is informing us that there is still a balance, so we just need proof from the customer. Thank you.

  Customer Answer

  Date: 03/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received a call from *********, I did receive an email from ***** asking to give ***** a call and I replied that all of our correspondence needs to be in writing moving forward. I am sure ********* did its due diligence and verified that the car had a clear title before accepting to purchase it for $65k. I have attached a screenshot of my bank statement to resolve this issue.
  See Attachment/File: 20230315_101208.jpg